When technology fails your customers: How gamification can help your business. Smartphones, tablets, social networking and instant messaging; the way we talk to each other has changed massively over the last decade, and it is no secret that consumers - especially those who have grown up with these new technologies - want to be able to communicate with businesses using these same methods. To say that the contact centre industry has been left behind would be an understatement. In spite of major investments in new technologies, the contact centre has struggled to manage huge volumes of customer interactions across multiple channels. This issue is not just affecting customer satisfaction; it's impacting all aspects of the business, from agent motivation and employee retention through to revenues and the bottom line.
Read more: Gamification: One of the major new trends in cloud computing Time and time again, research has shown that contact centre staff engagement is on the decline. Technology is part of the problem Putting people first Reaping the rewards. Games and Your Brain: How to Use Gamification to Stop Procrastinating. 1.4K Flares Filament.io 1.4K Flares × It is Thursday afternoon. Hump day. You are being humped. The one thing you wished to accomplish today remains unaccomplished, sitting there as a painful reminder of your failure, goading you to check Tumblr just one more time. You lack motivation, clearly. This is not a problem you would have with, say, video games. And there’s your answer! Turning repetitive tasks into games is the secret sauce to getting things done. Where did gamification come from in the first place? The idea behind gamification—challenge, motivation, reward— have been present in video games from the start, and it was gaming’s growth from niche to mainstream in the 2000s that helped push game mechanics into new industries and fields.
Gabe Zichermann, author of Game-Based Marketing and CEO of Gamification.co, believes the success of Foursquare and Zynga and the effectiveness of gamified marketing helped the new idea flourish. Why our brains are so attracted to playing games 1.) 2.) How to use the familiar to explain something new. How to use the familiar to explain something new If I was to say Family Fortunes, Blockbusters and Eggheads, would you automatically think of internal communication? Probably not. However, these television shows are the formats communications professional Dawn Robinson, @Dawnieskitchen, (pictured) Marketing & PR Manager for housing association Guinness South, a division of The Guinness Partnership, has been using to “help raise awareness of internal communications practices and ways in which colleagues can engage with them, promote them and improve them.”
I’ll hand you over to Dawn so she can share her story… Using the familiar to explain the new Not so long ago I was asked to take part in, and make a presentation at, a regional away day on ways staff could improve communications across the business. This request coincided with me picking up and starting to read Made to Stick: Why some ideas take hold and others come unstuck by Chip and Dan Heath. Anyway, I digress. Post author: Dawn Robinson. Enterprise Gamification :: Ideas and Tools. Internal Enterprise Gamification: The SnapComms desktop and mobile messaging software blends old school motivational techniques with game design to improve employee communications, enhance workforce learning, and increase overall morale.
The Rise of Enterprise Gamification As the popularity of online gaming continues to explode, it’s not surprising that organizations around the world are leveraging this technology trend to ignite and sustain positive employee engagement and interactive communications. Enterprise gamification takes advantage of humans’ predisposition to compete, even against ourselves. While companies have used this knowledge for a number of years to promote products and build brand loyalty with customers, it’s now surfacing as an internal workplace tool to motivate and educate employees in a fun and entertaining manner. A cost effective way to meet business goals. Is Enterprise Gamification Really that New? Taking “Employee of the Month” to a whole new level. Internal brand ambassadors, gamification at work, the power of Google Maps and this week. Halloween is coming: They’re carving some pumpkins in the food centre, fancy coming along and making a Vine?
Ummm… Yes! Off I went this morning to Sainsbury’s ground level food centre (yes, I love my job) and watched @BethanyJStone carve this gruesome scene of a Ghost Pumpkin eating a wee Munchkin Pumpkin. We thought we’d have a bit of fun and encourage our followers on @SainsburysPR to tweet us a video, photo or Vine, showing us how they carve your pumpkin. Our favourite entry will walk away with a £50 Sainsbury’s voucher. The first entries have come in already, and we’re saving them all in a spooky little Storify. Socialise your people: A wonderful post by @anitaloomba about one of the most overlooked and underused resource in the corporate social media space: the people that work for your company.
The answers take many forms: Everyone will just waste time on Facebook. In the end they boil down to the fear of losing control. Newsflash. That control is gone. What makes games so powerful? Game Over For Gamification? How Play at Work Makes Work.. Work. It’s a touchy subject: does promoting “play” (or gamification) at work actually make your employees more engaged? It’s a topic that I’ve broached with many senior leaders with varying and valid concerns, mainly: Gamification can’t truly drive productivity because it is too much of a distraction.Doesn’t it foster competition rather than drive community and collaboration? Current internal portal structure doesn’t support or enable gamification technologies.Correlation between gamification and business performance is unclear.
Target Work Activities to Reward Desired Behavior Sure.. it’s playing at work… kind of. It’s basically a way of using symbols (badges, titles, ranks, levels, etc.) to signify status in a community, among colleagues and peers. On its face the case for gamification, which is defined here as adding game-like activities to improve non-game contexts, is a strong one and easy to state. How TemboSocial Makes Play Work We love this new infographic created by TemboSocial. Enterprise gamification: Will it drive better business performance? Gamification has the potential to greatly optimize the way humans are connected to and go about their work. Like social media, and usually closely integrated with it, gamification is an emerging new field that's still difficult to broach in many management circles because of its perception that it's not an appropriate or serious enough business topic.
Yet a growing number of impressive outcomes as well as a burgeoning set of supporting tools and technologies are making it increasingly likely that gamification will find its way into a workplace near you over the next couple of years. In fact, as enterprise platforms -- particularly internal social networks -- open up to embedded third party applications (such as OpenSocial) and business applications themselves add gaming features, the decision point on whether to apply gamification strategically is approaching for many organizations. But fun isn't something that's generally regarded as very important in the workplace. Why Your Employees Need Gamification. Playing Games at Work. » Gamification for Employee Engagement Eva Rykr. By Eva Rykrsmith on April 30, 2012 One Comment Gamification is the use of game elements in everyday activities.
The idea is that it brings in an aspect of fun, therefore making the activity more engaging. The main use of gamification has been for consumer marketing purposes on the Internet and on mobile devices. The desired end result has been encouraging certain behaviors or increasing exposure to a certain message. Why gamification works (why games are fun): Constant feedbackWell-defined rules and systemsClear goals that escalate in difficultyProgress encourages more progressStatus and achievement are highly motivationalRewards work better than negative feedbackWe have a desire for efficiency (doing better)Clear connection between choices made and results achieved Gamification Techniques: Progress barsLeaderboardsAchievement badgesUnlocking new achievement levelsCompetition between users via challengesPoints that can be earned, tallied, redeemed, gifted Where can we use gamification?
Game On: Gamification Strategies Motivate Customer and Employee Behaviors. If you want better results from employees and customers, let them play. At least, that's what industry experts are saying about gamification, or "gamifying" business processes. Using game mechanics to influence behaviors has emerged as a viable means for companies to achieve desired results. For companies that want more attention, participation, and, of course, business, it's an innovative way to engage customers. Combining work and play might sound counterintuitive, but companies that do so are already noticing real results.
Samsung, for instance, mixed frivolity with serious business initiatives when it created the social loyalty program Samsung Nation through behavior platform Badgeville. Gamification can also be used to motivate employees. Naturally, this was not acceptable to Omnicare's executive team, so Liston was asked to improve the numbers. How Games Work Gamification digs deep to create something that fosters change and sustains behaviors. That's what gamification does. Enterprise gamification livens up internal communications. Staff Quiz Tool :: Employee Quizzes. Desktop Quiz - Staff Quiz Tool Promote Employee Quiz Participation with Prizes Build capability Staff Feedback Quiz Example Good product, service and/or process knowledge are critical to sales effectiveness, good customer service and productivity.
Effective induction and training programs are only part of the answer. Reinforce learning When the staff member submits an answer, an optional personal pop-up display shows their individual score and the correct answers. High quiz participation rates The SnapComms Staff Quiz tool bypasses email and is delivered directly to targeted employees' computer screens. Employee training tool Silent Staff Quizzes can be activated by hyperlink allowing you to embed links to important information updates and training programs. Desktop Quizzes to Test and Reinforce Staff Knowledge Build engagement Use desktop quizzes to increase employee skills and knowledge and keep them motivated and engaged. Flush out under-performers Desktop Staff Quiz Options.